Can I see bookings that customers started on my portal but never finished?

Yes, in most cases you can, although how much you see depends on how far the customer got before they stopped. When someone picks a hotel or a flight on your portal and moves to the passenger details or payment step, a record is normally created and kept even if the payment never goes through. In your admin area that record usually shows as incomplete, pending or failed, so you can look through it and follow up by phone or email.

What you get in that record is whatever the customer typed before they left. That often means the dates, the destination, the room or fare they selected, the number of travellers and any name, phone number or email they entered. If they left during the search stage without entering anything, there is nothing to follow up, because there is no one to contact. Whether a failed card payment is recorded in detail also depends on your payment provider, since the reason for a decline is held on their side rather than yours.

The one thing to be clear about is that you cannot usually push an old unfinished attempt straight through to confirmation. Prices and availability come live from the supplier and they change, so the room or fare the customer was looking at may no longer be there or may cost something different. The practical approach is to call the customer, search again and quote them freshly.

It is worth asking your account contact to show you exactly where incomplete bookings appear in your admin area, and to confirm at which point in the booking steps customer contact details are captured.